Phone line not working.

[N0rma14?]

Talk Talk installed a broadband /phone package for my 90 year old vunerable person mother and a month later it is still not working!

 The 'help' line is totally useless and when I do eventually manage to talk to a human they cant resolve the issue!

 Talk Talk appear to be totally incompetant! They will take your money very efficiently but when it comes to fixing a problem they are as much use as fart in a space suit!!

If anyone reads this who is thinking of using Talk Talk I would recommend going to another provider - they are totaly useless!!!

BE WARNED !! - stay well clear of them!!

[Michelle-TalkTalk]

Hi,

I'm sorry to hear this. I've asked the team if they can provide an update ASAP.

Michelle

[N0rma14?]

Hi Michelle,

 Quick update. I had a call yesterday from another TT operator who just repeated what the BT openworld engineer had told me on Friday.

 He said he would update me today (4/2/25).

 I've just tried phoning my 90 year old vunerable mother but the phone line is still not working!

I am planning to change suppliers as TT are obviously incapable of fixing the issue that has now been running for neerly 7 weeks!

Please can you tell me who to contact to discuss a refund and changing suppliers?

 Many thanks

 Hugh

PS.

Just had a call from a TT  guy who was helpful but will call me back next Monday so its still dragging on & on & my mother is getting more stressed!!

[Michelle-TalkTalk]

Morning,

Thank you for letting me know. I'll also pass your feedback over to the team now.

Michelle

[N0rma14?]

Hi Michelle,

 I was contacted on Friday by TT who said they will contact me later today (Monday) to see if the issue has been resolved.

FYI I am 99% certain that I know what the issue is. It has been a steep learning curve over the last couple of weeks with all of the hours I have spent taliking to TT agents stationed in multiple countries throught the world!

After multiple discussions with engineers and my own research I have discovered that the 'One Touch Switching'  (OTS) which is supposed to allow customers to transfer between providers with ease is in fact defective.

 OFCOM are investigating the issue and report that only about 60% of customers who switch between providers achieve this with no major issues. That means that 40% of customers have issues!

 My mother appears to be one of the 40%!

OFCOM also stated that although the providers know what the issue is (OTS) they can stuggle to fix the problem as TT have demonstrated with my mother being without a phone line for over six weeks now!

Its a case a new fangled computer system that was supposed to simplify switching not being up to the task with multiple technical issues - I think I've heard of similar systems before?

Hopefully the phone line issue will be resolved soon as I now wish I had never switched,what with all the hassle and time it has taken up.

It didnt help that my mothers previous provider (Virgin) when asked for a lower package did not offer their cheapest package and it was only when I informed them that I was leaving they almost fell over themselves in offering a better deal but it was too late by then!

[Michelle-TalkTalk]

Morning Hugh,

Have the team been in contact with you again?

Thanks

Michelle

[Michelle-TalkTalk]

Hi Hugh,

This is currently with our Welfare Team so hopefully they will be able to resolve this ASAP for your mum.

Michelle

[N0rma14?]

Thanks Michelle,

 Hopefully its actually a simple technical issue that can soon be sorted as my Mother is getting rather stressed out over this.

She is 90 and vunerable so the phone not working is the 'end of the world' to her!

Fingers crossed!

 Regards

 Hugh

[Michelle-TalkTalk]

Morning,

Thanks for confirming. The team advised me that they will be contacting you again to resolve this.

Michelle

[N0rma14?]

Hi Michelle,

I did get a call from an agent asking if the phone line was working but at the time (about 09.00 hrs)but  I had not checked the line but said that hopefully it was.

When I was able to get to a PC in the afternoon & having tried to contact my mother I then sent messages to TT to inform them that the line was still not active.

 I have just checked the line (10.00 hrs) and it is still not working.

 As in my previous chat to you I think the problem is simply an automated switch over in an exchange rather than an apperatus issue.

regards

Hugh

[Michelle-TalkTalk]

Hi Hugh,

I'm really sorry and I'm contacting the team again now. Did the team call you yesterday?

Michelle

[N0rma14?]

Hi Michelle,

 Thanks for trying to sort this.

My mothers phone is still not working! (17.24 hrs 29/1/25).

FYI I have spoken to people who know about this sort of thing (not TT agents) and the concensus is that my mothers phone just needs to be switched over in a remote telephone exchange to work. These switch overs are done by AI or automatic programmes and not by humans and there is probably a glitch with this switch over software.

If this can be addressed by a human who knows what they are doing it should be a simple matter!

Hopefully this may help you in getting the phone working?

Many thanks

 Hugh

[Michelle-TalkTalk]

Good afternoon,

Thank you for the update and I'm sorry to hear that the fault hasn't been resolved. I've contacted the team and have asked if they can provide an update on the fault ASAP.

Michelle

[N0rma14?]

Hi Michelle,

 Thanks for asking.

A BT engineer did come out yester to check the system & said that the apparatus was ok but Talk Talk hadn't switched over her number. He said he had put her number in a queue to get the number switched over to Talk Talk but I just checked (12.00) and her line is still not working!

Please can you chase this up again?

 Many thanks!

Hugh

[Michelle-TalkTalk]

Morning,

Have you been contacted since my last post?

Thanks

Michelle

[N0rma14?]

Thanks Michelle!

Hopefully this will be sorted asap!

[Gliwmaeden2]

The reason we have to put personal information in the profile area is that the forum is completely public, @N0rma14?.

Any scammer, anywhere in the world could have harvested the information you displayed even in the few minutes it was up there. 

[Michelle-TalkTalk]

Hello,

I've removed the personal information from your post. Please do not post any personal information on the community. I've escalated this straight over and have asked that this fault is picked up as a priority and that you are contacted ASAP. I'll post back here as soon as I receive an update back.

Thanks

Michelle

[N0rma14?]

Hi Michelle,

Please contact me on REMOVED

I just want to get an engineer out to my mothers house to fix the problem!! I dont need chat bots and Avatars and community forums!!

 I just want to br able to speak to a human who can get the problem sorted!

 If someone wanted to design something to annoy people to the maximum extent in the minimum time then the Talk Talk 'Help' line would win the top prize!!

Looking forward to this being sorted asap!

 Thankyou,

 REMOVED

[Michelle-TalkTalk]

Good morning,

I'm really sorry to hear this. Please can you add your mum's full name, account number or telephone number and an alternative contact number to the private notes section of your Community Profile and I will escalate this for our team to contact you ASAP. Please do not post any personal information on the Community. Post back here to confirm once this information has been added to your profile.

Thanks

Michelle

[Gliwmaeden2]

@N0rma14?, please complete your community forum profile details with your own information in Personal Information and your mother's in Private Notes, near the end of that section. 

You access the profile area by going via your avatar; settings....when completed, scroll down further to find the SAVE CHANGES button. 

Staff will respond during the day  - the information helps them identify accounts and run tests on the line etc.